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Business Profile

Casino

Hard Rock Bet

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 144 total complaints in the last 3 years.
  • 134 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/15/2024

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Opened an account and went through their verification process. Everything went through fine. Linked to paypal without question and deposited $1,000 to open account.I never used the app and the funds were just sitting there so I decided to withdraw the same $1,000 back to the paypal account.In doing so they restricted my account and demanded I provide them random activity statements to my paypal (not a statement that shows withdrawal) and provide them with photos of ID and selfies. All of which goes to an unnamed third party who claims they have the right to indefinite retention should I agree.I have denied this request as it is unreasonable especially when all I am trying to do is take out my initial deposit.I have offered other ways to return funds:1. Mail a papercheck to the person and address on file.2. Close the account and return funds to originator.These are reasonable and if I am not who I say I am then I still wont receive my funds and it is no longer their problem.

    Business Response

    Date: 06/24/2024

    Due to anti-money laundering regulations established by the ************************** when a player deposits funds and then attempts to withdraw without any gameplay, we are required to request a full bank statement as part of our standard verification procedures.
    We do not use a third party to process information, and we have a secured upload link that only agents with security clearance in our Payments and Fraud team can access. Upon signing up for a Hard Rock Bet account, players agree to our legal terms and conditions which allow for the collection, use, and retention of photos, biometrics, and other personal data for ongoing identity verification, fraud prevention, and product development, as described in our privacy statement.
    In this specific case, the player's repeated unwillingness to cooperate with our document requests triggered fraud flags on their account. Despite numerous attempts to obtain the required bank statement through our secure link, the player remained combative and refused to comply.
    To resolve the dispute and ensure compliance with regulations while prioritizing player satisfaction, we refunded the full deposit amount of $1,000 to the player's PayPal account on March 29th, 2024, at 3:30 PM and closed the account. A confirmation email was sent to the player at 3:44 PM on the same day.
    We believe this action adequately addresses the player's complaint and should be reflected in any relevant BBB complaint.

  • Initial Complaint

    Date:03/12/2024

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My identity was stolen, email hacked and my husbands debit card information. Someone signed up for an account with my personal information and used my husbands debit card to deposit. I informed them of the fraud and that I never signed up for an account in the first place. I also provided a police report and proof. They ignored me for forever then told me they wouldnt help me or refund the fraudulent deposit to my husband. They had zero proof I created this account and their payment processor never should have approved this payment. They do not care and will do nothing to help.

    Customer Answer

    Date: 03/13/2024

    This is regarding hard rock bet. A sports betting app which opened an account under me due to ID Theft. I have no history anywhere of sports betting and never will.

    Business Response

    Date: 06/24/2024

    Subject: Hard Rock Bet Fraud Claim Update - *************************

    This email is to follow up on the fraud claim  submitted to Hard Rock Bet on March 21, 2024, regarding your account .
    Recap of Previous Communication:
    On March 21, 2024, at 9:44 AM, the Hard Rock Bet **************** received the initial claim via email from the address ********************************** In that email you stated" Hello,
    I have filed a complaint with the BBB against you. As well as with the **** for your inability to assist with my ID theft situation. "  consumer did not even allow us to try to resolve this before starting out with this email to us. 
    on March 21, 2024 10:08 am We contacted consumer  In that email, we requested a copy of the police report you mentioned filing related to this alleged fraudulent activity. (Screenshot attached)
    On March 21, 2024, at 10:23 AM, we followed up via email requesting the full, completed police report for our investigation. (Screenshot attached)
    On March 22, 2024, at 7:12 AM, you responded indicating you had requested a copy of the official report and hoped to forward it to us that day.
    Current Status and Next Steps:
    As of today, June 24, 2024, at 7:59 PM EDT, we have not received the full police report from you.
    To expedite a resolution, we kindly request you submit the complete report at your earliest convenience.
    How to Submit the Report:
    You can reply to this email and attach the full police report document.
    Alternatively, you can email the report directly to our **************** at **********************************
    Importance of the Police Report:
    A complete police report is crucial for our investigation as it provides official documentation of the alleged fraudulent activity. Having this information will allow us to move forward with a thorough review and take appropriate action.
    We appreciate your understanding and cooperation in this matter. Please feel free to reply to this email if you have any questions.
    Sincerely,
    The Hard Rock Bet ****************

Hard Rock Bet is NOT a BBB Accredited Business.

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